VP, Technical Support

Job Description

Degreed is the upskilling platform that connects learning to opportunities. We integrate everything people use to learn and build their careers—skill insights, LMSs, courses, videos, articles, and projects—and match everyone to growth opportunities that fit their unique skills, roles, and goals. As VP of Technical Support, you will help optimize and manage our Global Support organization that provides exceptional experiences for Degreed customers and partners worldwide. You will have successfully led SaaS-based technical support organizations and are an innovative problem solver who is dependable, committed, and passionate about customer support. You will report to the Chief Customer Officer and work closely with Engineering, Product Management, and the Field organizations to collaborate, support and drive the adoption of the Degreed platform. You will lead and grow our Global Support teams based in the USA, Netherlands, Brazil, and Australia.

Day In The Life

• Building and establishing forward-thinking Support Vision and strategic service models to help drive content and tools to enable clients to self-resolve issues in a timely manner as well as monitoring and improving adoption of self-service
• Foster a service minded culture, demonstrate energy and enthusiasm with employees and customers and build teamwork
• Lead and grow our Global Support function with a Talent First mindset – recruiting excellent talent, developing talent, and scaling our team to meet the demands and challenges of our customers, company, and products
• Developing and leading a team that provides high-quality 24/7 customer support exceeding defined SLAs
• Utilizing innovative, integrated support channels to provide customers with highly effective, responsive support
• Managing the escalation of critical customer issues by working with the Engineering organization and staying in close communication with the field organization
• Fostering and maintaining strong customer relationships and trust with direct interaction with strategic clients, and ensuring cross-organizational engagement in responding to escalations
• Partnering with and providing the product team with actionable data & insights to optimize quality, process and documentation
• Developing and controlling operational dashboards to track and monitor key support business metrics; maintain a high-level view of all open customer issues, and present regular updates on open issues
• This description reflects management's assignment of essential functions; it does not prescribe or restrict other tasks as assigned and is subject to change at any time

Who You Are

• 10+ years experience managing a Global Technical Support team
• 5+ years experience managing Support managers
• Experience managing large enterprise technical support in a complex environment with SaaS web-based services and technologies
• Proven ability to create and implement complex, cross-organization programs to drive efficient, innovative operations and contain expenses
• Experience of deploying, enhancing and maximising efficiency through Customer Service Software such as Zendesk
• Aptitude with reporting and analytics tools including Domo, Zendesk and Jira is essential

What Will Set You Apart

• Customer-first mindset and a positive “get it done” attitude are critical success factors for this role
• Exceptional at attracting, hiring, coaching and retaining experienced Technical Support talent globally
• Ability to lead change by effectively building commitment and winning support for initiatives
• Experience in being a trusted and respected leader with a reputation for fairness, dependability and adherence to high ethical standards
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus
• Experience defining, tracking and reporting on key performance indicators to determine support effectiveness and efficiency.
• Create and present key support metrics to share with the company and executive team, and highlight any points of concern or areas of improvement
• Experience collaborating with Engineering, Product, and Client Experience teams
• Excellent communication and presentation skills, both oral and written

Total Rewards at Degreed We believe your best work happens when you have a complete life balance, and Degreed gives you the support and flexibility to make that happen. Degreed is committed to delivering a comprehensive benefits program that provides the support you need. At the time of this posting, this role is eligible to participate in the following benefits: Comprehensive health insurance for you and your family (both PPO and HDHP plans available) Dental and vision plans for you and your family Employer-paid life insurance, AD&D, short-term disability, and long-term disability Company equity 401(k) Retirement Savings Plan with up to 4% match Company funded HSA and dependent care FSA (pending eligibility) Generous Parental Leave Unlimited Paid Time Off and 5 sick days per year Education benefit: Up to $1,200 per year for anything you want to learn (and we mean anything)! One-time Home Office Stipend to make your workspace more comfortable Monthly internet and phone stipend Monthly wellness stipend through Twic *Degreed reserves the right to modify these benefits at any time, for any reason in accordance with applicable law. Please note the offerings vary based on location. Work Environment & Physical Demands Degreed is a remote-first company; however, our roles are open to in-office or flex work if you live in a city with a physical office location (when it is safe to return to the office). If this role has the opportunity to operate 100% virtually, it will be from your home office within any state that Degreed is authorized to do business. If this role is based in a Degreed office location, you will have the flexibility to work remotely if needed. As a global business, we primarily collaborate through virtual meetings (Zoom), email, and Slack. You will be required to operate a laptop computer, computer software platforms, and other office productivity machinery as necessary in this role. Due to the nature of this role, you must be able to remain stationary for extended periods and must be able to observe and interpret written and/or verbal communication. Additional Information Degreed provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. We are committed to the full inclusion of all qualified individuals. As part of this commitment, Degreed will provide reasonable accommodations to all qualified individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment. Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records. Degreed uses the E-Verify employment verification program. Apply for this job